Service Unit Manager

Your role:

• Supervise and manage a team of staff to deliver premium service support to Premier Customers through activities such as customer visits, courtesy calls on new products and services, and service target
• To support and enable staff in service delivery and daily operation of the CAS operations
• To coach, inspire and motivate team members to achieve excellent performance
• To ensure proper implementation of new services, sales programs, call center policies and procedure in a timely and accurately manner
• To motivate the team in achieving the team’s service target
• To monitor traffic patterns and ensure staff’s work schedule conforms to requirement, and react appropriately to meet the service level
• To handle skillfully and resolve complaints escalated from staff. Summarize, analyze and identify issue from corporate customer’s complaints
• To proactively obtain feedback from staff. To ensure the feedbacks are communicated accurately and timely to reporting line manager in order to improve operation effectiveness and customer satisfaction
• To liaise across departments to solve daily issues and smoothen the operations

To succeed in this role:

• Degree in Business Administration or related disciplines
• Minimum 5 years of experience in customer service and operation management
• Solid experience in customer service and operation management preferable
• Good leadership, interpersonal, communication skills, planning skills and coaching skills in developing staff’s service skills and attitude
• Initiative and innovative in marking recommendations on service improvement
• Experience in telecom industry is a plus
• Energetic and well-organized person with strong analytical, interpersonal communicate skills
• High proficiency in written and spoken English and Chinese